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Kiefer Consulting

Kiefer Consulting. Deconstructing Mobile Success. Greg Kiefer President and CEO @ kieferconsult & Alan McBee Senior .NET and Mobile Consultant @ codecharm. Agenda. Introductions Kiefer Overview Eight Key Takeaways Getting Started Questions and Answers.

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Kiefer Consulting

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  1. Kiefer Consulting Deconstructing Mobile Success Greg Kiefer President and CEO @kieferconsult & Alan McBee Senior .NET and Mobile Consultant @codecharm

  2. Agenda • Introductions • Kiefer Overview • Eight Key Takeaways • Getting Started • Questions and Answers

  3. Solutions and Service Delivery Experience Why Kiefer

  4. Technical Verticals • .NET • Over 200 custom solutions and integration projects • Custom framework components to expedite delivery • Legacy, n-Tier and web architecture & development services • CRM • Case Management, Contact Center and G2C Solutions • Rapid application development • Business process management • Business Intelligence • Familiar office and web user experience • Mobile • Cross-platform solutions and services • Proven design patterns for web, embedded and native solutions • Top 100 App in the Apple AppStore • SharePoint • Leading Solution Provider in Northern California • Over 40 Customer Success Stories • Custom Solution Accelerators • Complete Lifecycle Services • Enterprise Data Architecture – align and integrate across solutions, environments and platforms • Proven Methodology – best practices and repeatable approach based on real-world experience • Education Commitment – Edunars™, SharePoint Saturday, Collaboration Experience • Expert Team – passionate about solving business challenges through the right application of technology

  5. Our People Expertise Across the Delivery Spectrum Greg Kiefer President & CEO Barry Boudreau CTO Sean Hansen Operations Director • Leads culture of innovation, philanthropy and client success. Over 25 years enterprise delivery experience. MCSP, PMP certified • Architects robust solutions for leading public sector and fortune 50 clients. Over 20 years experience, including 12 years as THE SharePoint delivery expert at Microsoft. • Delivers solutions that achieve client goals, fosters collaboration and drives success. Over 15 years enterprise delivery experience, including national and statewide solutions. PMP, CSM Alan McBee Senior Consultant Eric Neff Director of Mobile Innovation Harkeerat Toor Mobile Development Consultant • Recognized expert in architecting, building, diagnosing, and deploying custom interactive business information solutions on Microsoft platforms. • Technical .NET and mobile architect with over 15 years of building enterprise solutions. Instrumental in leading Kiefer’s mobile practice. • Business domain expert on building mobile applications in HTML 5, iOS and Android. Extended Delivery Team Over 25 years of building solutions for Government Expertise ranging from HTML 5 to embedded custom development

  6. Building Better Mobile Applications Key Takeaways

  7. Key Takeaways Building Better Mobile Applications New Concepts How to Justify Your Project Approaching Mobile Design Effective Market Techniques Your Development Options IncreaseAdoption from Users Plan For User Feedback Ease Support

  8. Building Better Mobile Applications Concepts

  9. Concepts Building Better Mobile Applications • Crowdsourcing • Voluntary, undefined participants • Power in volume • Can self-moderate • Citizen science • Freemium • Primary product or service is free • Charge for advanced services or items • Viral Marketing • Uncompensated endorsements • Can be unpredictable • Gamification • Badges, Achievements, Leader Boards • Great for training

  10. Building Better Mobile Applications Business Justification

  11. Business Justification Building Better Mobile Applications How do you sell it to your management? • Bring LOB apps to customers • Unique features (e.g. push notifications) • Green initiatives (e.g. paperless tickets) • Catalyst to rationalize business processes • Narrower messaging channels • Prioritize services • Standardize content delivery

  12. Business Justification Building Better Mobile Applications This is a project! • Timeline • Scope • Budget • Resources • Operations

  13. PORAC* Building Better Mobile Applications • Needed to aggregatediscordant message channels • Forced consolidationof message from source • Encouraged use of common platform for common needs (i.e. Facebook for events) * Peace Officers Research Association of California

  14. Kaiser Health App Building Better Mobile Applications • Sensitive data (PII/PHI) viewedon device • Most common use cases • Notifications and alerts • Secure messages • Geolocation-aware • Data at rest can be encrypted

  15. Bank of America Building Better Mobile Applications • Customers scan their own checksfor deposit • Reduced operational overhead • Green-friendly

  16. CalVET Building Better Mobile Applications • Less expensive alternativeto redesigning website • Improved user experience byfocusing on primary use cases

  17. Building Better Mobile Applications Design Approach

  18. Design Approach Building Better Mobile Applications • Simpler is better • Prioritize use cases • Usability testing and measurement • Fat thumb-size buttons • Avoid intensive data entry • Varies by device (tablet vs. phone)

  19. Design Approach Building Better Mobile Applications • Use short, pre-filtered lists • Customize data based on location and context • Review other apps in the market • Okay to fallback to the web for more complex scenarios • Which devices will you support? • Frequently, the narrower use cases make the mobile app easier to use than the website

  20. Southwest Building Better Mobile Applications • Big buttons • Secondary featuresnot on first screen • Electing to avoid scrollingforces you to prioritize

  21. Amtrak Building Better Mobile Applications • Paperless ticketing • Flip panel shows timelyinformation withoutscrolling

  22. ADA Inspection App Building Better Mobile Applications • Line of BusinessIntegration • Data filtered based onuser type and location

  23. Georgia Emergency Management Agency Building Better Mobile Applications • Personal checklists • Available when offline • Real-time app-specificalerts

  24. Building Better Mobile Applications Marketing

  25. Marketing Building Better Mobile Applications • Viral marketing • Press releases • Do they have any value? Who actually reads them? • Answer: Informal press (i.e. bloggers) • Embedded marketing • Put link to applications in all social media posts • Find social media sites that target your core • Paying for advertising on related social media sites, including sites for competitors. • Example: emergency management mobile app advertising on Red Cross social media site. • Nominate your app for an award

  26. Marketing Building Better Mobile Applications • Integrate social media sites • Dedicate time and resources to manage your social media sites • Manage content in one place – publish to all

  27. Building Better Mobile Applications Development Options

  28. Mobile Technology Decision Matrix Building Better Mobile Applications

  29. Development Options Building Better Mobile Applications • Automatic error reporting • Usage statistics • In-application analytics • Privacy opt-in options • Securing data at rest • Offline scenarios • How does your app function when users are not connected? • Emergency management apps

  30. State Directory Building Better Mobile Applications • Collects usage data • Device type • Query performed

  31. SacRT Tracker Building Better Mobile Applications • One interface, multiple data feeds

  32. Building Better Mobile Applications User Adoption

  33. User Adoption Building Better Mobile Applications • What is the reason for using the app? • What are you measuring? • Downloads and ratings • Usage • Some marketplace services track usage • How are you measuring it? • User/device identity on web services • Usability matters for increasing user adoption • Note: Many new features are built into the mobile frameworks to help

  34. Gamification Building Better Mobile Applications • Psychological reward is potent by itself • Immediate feedback (positive reinforcement) • Users should find meaning in order to be engaged • Must be more than badges and points to avoid backlash • Great for training • Not mobile-only, but well-suited for mobile platforms

  35. Building Better Mobile Applications User Feedback

  36. User Feedback Building Better Mobile Applications • Where is it? • Direct app feedback • Social media • Dedicate resources to respond to and fix issues • Decide when and how should you respond to feedback • Downside: You can no longer control it. • Upside: You won’t be blindsided. Get ahead of the curve by addressing issues early.

  37. When to Update Your App Building Better Mobile Applications • Original version: • Great UI • Positive feedback • Next version: • OS had updatedits UI significantly • App “upgraded”for thenewer OS • No changes to UI • Negative feedback

  38. Building Better Mobile Applications Supportability

  39. Supportability Building Better Mobile Applications • Make it simple for users to contact you from the app • Reporting defects • Suggesting or voting for features • Loudest critics are frequently good sources for insights • Native apps: • Mind app-server dependencies • Deployment is handled by market place vendor

  40. Building Better Mobile Applications Where should you start?

  41. Getting Started Building Better Mobile Applications • http://www.ca.gov/mobile • http://www.kieferconsulting.com/services/mobile • Apple: http://www.apple.com/ios/ • Google: http://www.android.com/ • Microsoft: • http://www.windowsphone.com/ • http://windows.microsoft.com/en-US/windows/rt-welcome

  42. Building Better Mobile Applications Questions and Answers

  43. Kiefer Consulting Clients Kiefer Consulting is atrusted advisorto the State of California 2012: Best Application Serving an Agency’s Business Needs 2008: Best Innovation Award - Office of Spill Prevention 2007: Best Solution Award - Franchise Tax Board

  44. Building Better Mobile Applications Contact InformationGregory Kiefergkiefer@kieferconsulting.com@KieferConsultAlan McBeeamcbee@kieferconsulting.com@CodeCharm

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